CES Performance Specialist

Position Snapshot

Location: Braga or Lisbon (Portugal) 
Company: Nestlé Business Services (NBS)
Full-time/Hybrid mode (2 days in the office per week according to our internal policy) 

Fluent in German

About us

Nestlé Business Services (NBS) is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement services to enable Nestlé to engage with millions of consumers worldwide. We are a multicultural and diverse team of professionals. We are passionate about digital innovation and driving continuous improvement processes with colleagues across the world. 

We are looking for talents who are eager to learn, team player, digitally-savvy, with an entrepreneurial mindset, and who can flourish in a fast-paced, dynamic environment. 

If this describes you and you are looking to join a business where you can really add value, it is time to consider joining NBS

At Nestlé Business Services (NBS), diversity and inclusion are core values. If you have any special needs, count on us to adapt your position.

Position Summary

The main purpose of the Consumer Engagement Performance Specialist is to execute a global quality program that is aimed at making Consumer Engagement Services (CES) Europe operations significantly more reliable and geared to deliver excellent consumer experience.
A Day in the life of...

• Development and implementation of standard methodologies of training
• Provide training classes to new employees and/or Service providing staff to ensure the quality of procedures according to the guidelines
• Leverage the Learning Management System to ensure training development and the accuracy of records
• Review and ensure the training materials and the Learnings' assets are monitored and maintained to quality standards
• Build, implement and monitor audit control for HR Operations to help the team achieve specific goals related with quality, quantity and documentation of calls and transactions, maintaining high level of data integrity, ensuring continuous integration of QA feedback
• Assist the surveys related with Voice of Customer (VoC) program
• Repair and maintain quality to different types of documentation inside the department
• Participate in project teams to improve the competency-based training program and Development Sciences to ensure they fit the Quality practices implemented throughout key functional areas within Development Sciences
• Partner with key stakeholders across the organization to address training compliance-related issues and work proactively to improve processes or provide training support services that reduces training risks

What will make you successful

• Advanced in German
• Fluent in English. Portuguese is a plus
• Experience using help desk software and remote support tools
• Knowledge of CRM systems and social media/Community Management
• Previous knowledge on Consumer Handling (3-year experience)
• Strong communication skills
• Demonstrate excellence in 'change management' skills and learning agility
• High analytical skills and insightful
• Capable of problem-solving and handle stressful situations
• Ability to demonstrate a high degree of energy, passion, inspirational leadership, and strong focus on consumer engagement, collaboration and satisfaction
• Demonstrable excellence in 'change management' skills and learning agility
• Experienced in leading, training and coaching teams

What we offer

Here at NBS Lisbon we care about our Talents, and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining NBS Lisbon will bring you:

• Development of expertise in Nestlé's Shared Services Business
• Immersion in a culturally diverse team
• Local and International Exposure
• Flexible working environment
• Engagement and wellbeing activities
• Competitive salary and annual bonus according to your performance
• Meal Card
• Flex Benefits - At NBS Lisbon you can chose what benefit is more suitable to you
• Make part of the Nestlé Club and get discount in several partners
• Free coffee (and good coffee)
• Company laptop and other equipment according to professional needs
• Medical Support available at the Office
• Free Shuttle
• E-learning courses and training program to get you where you aim to be
• Career progression and possibilities for International Career